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At a Glance
Market Segments
Mid-Market (61.3% of reviews)
Mid-Market (65.9% of reviews)
Entry-Level Pricing
No pricing available
Starting at $89.00 1 User Per Month
Gladly
Star Rating
(1,066)4.7 out of 5
Market Segments
Mid-Market (61.3% of reviews)
Entry-Level Pricing
No pricing available
Learn more about GladlyKustomer
Star Rating
(487)4.5 out of 5
Market Segments
Mid-Market (65.9% of reviews)
Entry-Level Pricing
Starting at $89.00 1 User Per Month
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Gladly excels in Ease of Use with a score of 9.5 compared to Kustomer's 8.8. Reviewers mention that Gladly's intuitive interface makes it easier for new users to navigate and utilize its features effectively.
- Reviewers mention that Gladly offers superior Quality of Support, scoring 9.4 against Kustomer's 8.9. Users on G2 highlight Gladly's responsive customer service and helpful resources, making it a reliable partner for businesses.
- Users say that Gladly outperforms Kustomer in AI Text Generation with a score of 8.7 compared to Kustomer's 7.9. Reviewers appreciate Gladly's advanced AI capabilities, which enhance customer interactions and streamline communication.
- G2 users report that Gladly's Ticket Collaboration feature is more effective, scoring 9.3 versus Kustomer's 9.2. Reviewers mention that Gladly's collaboration tools facilitate better teamwork and faster resolution of customer issues.
- Users on G2 highlight Gladly's Customer Profiles feature, scoring 9.4 compared to Kustomer's 9.0. Reviewers say that Gladly provides more comprehensive customer insights, allowing for personalized service and improved customer relationships.
- Reviewers mention that Gladly's Automation capabilities are superior, with a score of 9.3 against Kustomer's 8.8. Users report that Gladly's automation tools help streamline workflows and reduce manual tasks, enhancing overall efficiency.
Pricing
Entry-Level Pricing
Gladly
No pricing availableKustomer
Enterprise
Starting at $89.00
1 User Per Month
Essential CX tools for growing teams—
powerful, affordable, and built to scale
- Conversational Timeline
- Tasks and Automations
- Data & File Storage
Free Trial
Gladly
No trial information availableKustomer
No trial information availableRatings
Meets Requirements
9.3
769
8.9
361
Ease of Use
9.5
775
8.8
375
Ease of Setup
9.3
287
8.6
187
Ease of Admin
9.2
174
8.2
146
Quality of Support
9.4
733
9.0
343
Has the product been a good partner in doing business?
9.6
173
8.8
142
Product Direction (% positive)
9.4
738
8.7
352
Features by Category
Ticket and Case Management
9.2
185
|
Verified
9.2
168
|
Verified
9.2
183
|
Verified
9.1
172
|
Verified
9.3
196
|
Verified
8.8
174
|
Verified
9.2
193
|
Verified
8.8
169
|
Verified
9.1
164
|
Verified
8.9
148
|
Verified
9.2
188
|
Verified
8.9
168
|
Verified
9.3
183
|
Verified
9.2
168
|
Verified
9.3
192
|
Verified
9.2
165
|
Verified
Generative AI
8.2
56
7.7
37
8.4
57
8.3
37
Agentic AI - Help Desk
8.2
19
7.7
31
8.2
19
7.8
31
8.2
19
8.2
31
Communication Channels
9.4
199
|
Verified
9.0
152
|
Verified
9.5
203
|
Verified
9.2
171
|
Verified
9.5
196
|
Verified
9.1
148
|
Verified
8.9
165
|
Verified
8.4
148
|
Verified
9.1
191
|
Verified
8.7
136
Platform
8.2
132
|
Verified
8.1
70
8.5
244
|
Verified
8.7
156
|
Verified
9.2
147
|
Verified
9.2
111
|
Verified
9.1
145
|
Verified
9.0
106
|
Verified
8.9
144
|
Verified
8.4
141
|
Verified
9.3
145
|
Verified
8.5
142
|
Verified
Channels
9.4
418
Not enough data
9.2
350
Not enough data
9.4
386
Not enough data
9.2
380
Not enough data
9.5
422
Not enough data
Generative AI
8.6
141
Not enough data
Functions
9.0
378
Not enough data
9.1
384
Not enough data
9.1
362
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.0
338
Not enough data
9.0
370
Not enough data
9.1
361
Not enough data
Agentic AI - Contact Center
7.6
21
Not enough data
8.7
21
Not enough data
7.9
21
Not enough data
8.1
21
Not enough data
Administrative
9.4
389
Not enough data
9.2
340
Not enough data
9.2
376
Not enough data
9.4
377
Not enough data
9.1
342
Not enough data
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
8.9
295
9.0
175
9.3
272
9.2
169
9.1
270
9.1
156
9.3
242
8.9
77
Support Automation
9.0
286
9.0
153
9.1
277
9.1
168
9.1
264
9.3
145
9.0
248
8.8
80
Generative AI
8.6
101
8.3
45
8.8
102
8.5
45
Customer Support
8.7
54
Not enough data
8.3
50
Not enough data
8.8
52
Not enough data
Automation
8.6
51
Not enough data
8.8
54
Not enough data
8.7
53
Not enough data
Artificial Intelligence
8.5
54
Not enough data
Feature Not Available
Not enough data
8.5
56
Not enough data
Generative AI
8.7
103
7.3
37
8.8
105
7.5
37
7.7
69
6.9
36
Communication
9.4
319
|
Verified
9.0
150
|
Verified
9.2
345
|
Verified
8.9
168
|
Verified
9.2
289
|
Verified
9.0
138
|
Verified
9.3
297
|
Verified
8.8
128
|
Verified
8.7
246
8.2
78
Internal Use
8.5
244
|
Verified
8.7
156
|
Verified
9.2
310
|
Verified
9.1
147
|
Verified
8.8
269
|
Verified
8.4
84
9.4
326
|
Verified
8.8
146
|
Verified
9.3
316
|
Verified
9.0
151
|
Verified
9.3
349
|
Verified
9.0
168
|
Verified
Generative AI
8.9
77
8.3
30
Self-Service Experience
9.4
235
8.9
85
9.2
220
8.6
82
8.8
185
8.6
64
9.0
190
8.3
47
9.0
211
8.7
51
Self-Service Platform
9.3
205
9.0
55
9.2
217
8.8
55
8.9
207
8.5
49
9.3
203
9.0
53
Agentic AI - Customer Self-Service
7.2
13
7.8
17
7.6
13
8.3
17
7.8
13
8.4
17
7.8
13
8.1
17
7.1
13
8.3
17
7.7
13
8.4
17
8.1
13
8.2
17
Generative AI
9.1(won by 0.5)
56
8.6
20
9.1(won by 0.4)
56
8.7
20
Process
9.1(won by 0.2)
173
8.9
37
9.4(won by 0.2)
188
9.2
41
9.4
175
9.5(won by 0.1)
41
Channels
9.7(won by 0.1)
230
9.6
42
9.4(won by 0.3)
182
9.1
39
9.5(won by 0.3)
220
9.2
39
9.3(won by 0.2)
219
9.1
38
9.5(won by 0.2)
221
9.3
38
Insight
9.0
191
9.1(won by 0.1)
39
9.3(won by 0.5)
192
8.8
42
9.3(won by 0.6)
175
8.7
37
9.5(won by 0.5)
176
9.0
40
Generative AI
8.3
42
7.9
30
8.5
43
8.2
30
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.2
12
Not enough data
8.6
11
Not enough data
8.3
11
Not enough data
8.6
12
Not enough data
8.3
11
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
11
Not enough data
8.3
10
Not enough data
8.5
10
Not enough data
8.8
11
Not enough data
Automation
8.8
12
Not enough data
8.3
11
Not enough data
8.2
11
Not enough data
Autonomy
8.3
12
Not enough data
8.6
11
Not enough data
8.3
12
Not enough data
8.5
12
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Gladly and Kustomer are categorized as Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and AI Customer Support Agents
Unique Categories
Gladly is categorized as Customer Service Automation and Contact Center
Kustomer is categorized as AI Agent Builders and AI Agents For Business Operations
Reviews
Reviewers' Company Size
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kustomer
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Retail
24.1%
Consumer Services
15.8%
Furniture
9.1%
Apparel & Fashion
8.0%
Consumer Goods
6.3%
Other
36.8%
Consumer Services
12.5%
Retail
12.0%
Health, Wellness and Fitness
6.5%
Apparel & Fashion
6.0%
Food & Beverages
5.8%
Other
57.2%
Most Helpful Reviews
Gladly
Most Helpful Favorable Review
Verified User in Consumer Services
They have made call management such an easy task!
Most Helpful Critical Review
Kelsey G.
Verified User in Health, Wellness and Fitness
Sometimes, unknown email addresses don't reflect in Gladly, leaving it up to me to find some missing emails in GMail. Customer support seems difficult to reach, not an easy platform for those that aren't used to multiple integration systems.
Kustomer
Most Helpful Favorable Review
Verified User in Consumer Goods
I love how it can be modified by team. Reporting panels, inboxes, tags, etc. can all be adjusted for team success!
Most Helpful Critical Review
Luke P.
Verified User in Construction
The pricing Kustomer advertised briefly for $29/mo was taken down when we tried to change our account to that level. The customer support was slow and unhelpful in our desire to downgrade the account based on our needs. I would recommend going elsewhere.
Verified User in Consumer Services
They have made call management such an easy task!
Verified User in Consumer Goods
I love how it can be modified by team. Reporting panels, inboxes, tags, etc. can all be adjusted for team success!
Kelsey G.
Verified User in Health, Wellness and Fitness
Sometimes, unknown email addresses don't reflect in Gladly, leaving it up to me to find some missing emails in GMail. Customer support seems difficult to reach, not an easy platform for those that aren't used to multiple integration systems.
Luke P.
Verified User in Construction
The pricing Kustomer advertised briefly for $29/mo was taken down when we tried to change our account to that level. The customer support was slow and unhelpful in our desire to downgrade the account based on our needs. I would recommend going elsewhere.
Alternatives
Discussions
Can we get some more Gladly swag? Hoodie? Lol
2 Comments
IB
Hey John - Thank you for your awesome review. We'll see what we can do! :)
- Team GladlyRead more
What's the best way to connect to our account success rep?
2 Comments
IB
Hi Katheryn,
Thank you for your note. We will be in touch with you shortly to connect on this.
Sincerely,
GladlyRead more
Is there any training environment for gladly
2 Comments
GU
Hi Jerick. Having a "training" (sometimes referred to as a Sandbox environment) depends on your org. But if you'd like to access more formal training...Read more
How long are your contracts? Can I change plans?
1 Comment
Official Response from Kustomer
Plans are annual. We will work with you on a payment plan if needed.Read more
Is my business data private and safe?
1 Comment
Official Response from Kustomer
Yes. Customer security and privacy is a core value at Kustomer, and our team has extensive experience building secure applications. We combine...Read more
Does Kustomer integrate with other applications?
1 Comment
Official Response from Kustomer
Absolutely. We have native and partner integrations with a wide range of partners including Amazon Connect, Shopify, Talkdesk, Piesync, Aircall, Segment,...Read more
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